Política de reembolso
Last updated: August 6, 2026
At S Professional Global, we want customers to receive the correct products in proper condition. This Refund Policy explains the requirements and procedures for returns, refunds, exchanges, damaged products, incorrect shipments, and order cancellations.
By purchasing through sprofessionalshop.com, you agree to this Refund Policy.
1. Return Period
You may request a return within 30 calendar days after the order is delivered.
To begin a return, contact us at:
ecommerce@sprofessional.com.br
Use the subject line:
Return Request – Order #[order number]
Submitting a request does not automatically approve the return. We will review the request and provide instructions if it is eligible.
Products sent without prior written authorization may be refused or returned to the sender.
2. Return Eligibility
To qualify for a return, the product must:
- Be unopened and unused;
- Have all original seals intact;
- Be in its original packaging;
- Include all original components, accessories, promotional items, and documentation;
- Be in resalable condition;
- Include proof of purchase from S Professional Global;
- Be returned according to the instructions provided by our customer service team.
We may request photographs of the product, packaging, seals, shipping box, or shipping label before authorizing a return.
Returns that do not meet these requirements may be rejected.
3. Damaged, Defective, or Incorrect Products
Inspect your order promptly after delivery.
If a product arrives damaged, defective, leaking, or different from what you ordered, contact us within 7 calendar days after delivery at:
ecommerce@sprofessional.com.br
Include:
- Your order number;
- A description of the issue;
- Clear photographs of the product;
- Photographs of the packaging and shipping box;
- Photographs of the shipping label, when relevant.
Do not discard the product, packaging, or shipping materials until we complete our review.
If we confirm that a product was damaged, defective, or shipped incorrectly, we may provide, as appropriate:
- A replacement;
- A refund;
- A prepaid return label;
- Other reasonable instructions or resolution.
S Professional Global will cover authorized return shipping when the return results from a confirmed defect, damage in transit, or shipping error attributable to us.
4. Opened, Used, or Altered Products
Due to health, hygiene, contamination, and product-integrity concerns, opened or used cosmetic and hair-care products are generally not eligible for return.
A product is not eligible if:
- Its seal has been broken;
- It has been opened, used, tested, diluted, mixed, or transferred;
- Its original packaging has been materially damaged;
- It has been altered or improperly stored;
- It was damaged through misuse or failure to follow instructions;
- It cannot safely be resold.
This restriction does not apply when the product has a confirmed defect, was shipped incorrectly, or applicable law requires another remedy.
An adverse result, dissatisfaction with fragrance or texture, incompatibility with personal preferences, or failure to achieve an expected cosmetic result does not by itself establish a product defect.
5. Kits, Bundles, and Promotional Sets
A kit, bundle, or promotional set is considered a single product for return purposes.
To qualify for a return:
- Every item included in the kit must be returned;
- All products must be unopened and unused;
- All seals must remain intact;
- Original packaging, bags, accessories, gifts, and promotional items must be included;
- The kit must not have been separated, partially consumed, or altered.
We do not accept partial returns of individual products from a kit or bundle.
If one product within a kit arrives damaged, defective, or incorrect, contact us within 7 calendar days after delivery. We will evaluate the affected item and determine the appropriate replacement, refund, or other resolution.
6. Non-Returnable Items
The following items are generally not eligible for return:
- Opened or used products;
- Products with broken or removed seals;
- Products damaged by misuse or improper storage;
- Products returned without authorization;
- Products returned after the applicable return period;
- Gift cards;
- Samples;
- Complimentary gifts;
- Promotional items not purchased separately;
- Items clearly marked “Final Sale” at the time of purchase;
- Incomplete or partially returned kits;
- Products not purchased directly from S Professional Global.
Non-returnable classifications do not eliminate remedies required by applicable law for defective or incorrectly shipped products.
7. Change-of-Mind Returns
For an eligible return based on preference or change of mind:
- The customer is responsible for return shipping costs;
- Original shipping charges are not refundable;
- Any shipping insurance or optional delivery fee is not refundable;
- The customer is responsible for using a trackable shipping method;
- The customer bears the risk of loss until the authorized return is delivered to us.
We recommend retaining the shipping receipt and tracking number.
We do not accept cash-on-delivery returns.
8. Exchanges
For eligible products, the most efficient way to obtain a different item is to:
- Request and complete an authorized return;
- Wait for return approval when required;
- Place a new order for the desired product.
For a confirmed defective, damaged, or incorrectly shipped product, we may arrange a direct replacement depending on availability.
Replacement products cannot be shipped to an address outside our current delivery area.
9. Refund Review and Processing
After an authorized return is delivered, we will inspect it and notify you whether the refund has been approved or denied.
If approved:
- The refund will be issued to the original payment method;
- Eligible refunds are generally processed within 10 business days after approval;
- Original shipping charges will not be refunded unless the return resulted from our confirmed error or a confirmed product defect.
Your bank, card issuer, or payment provider may require additional time to post the refund to your account. These external processing times are outside our control.
If more than 15 business days have passed since we confirmed that a refund was issued, contact us at ecommerce@sprofessional.com.br.
10. Refund Deductions
Where permitted by law, we may deduct from the refund:
- Missing products or components;
- Missing accessories or promotional items;
- Damage caused after delivery;
- Loss in value resulting from handling beyond what is necessary to inspect the item;
- Return shipping costs that we paid on the customer’s behalf for a change-of-mind return;
- Other amounts disclosed and legally permitted.
We will not make an unreasonable deduction or charge a restocking fee that was not properly disclosed.
11. Order Cancellations and Changes
If you need to cancel or modify an order, contact us immediately at:
ecommerce@sprofessional.com.br
Use the subject line:
Order Change – Order #[order number]
We will attempt to accommodate the request, but cancellation or modification is not guaranteed.
Once an order has entered processing, been packed, or shipped, it may no longer be changed or canceled. In that case, you may request a return after delivery, subject to this Refund Policy.
If we successfully cancel an order after payment authorization or capture, the applicable amount will be voided or refunded to the original payment method.
12. Refused, Undeliverable, or Incorrectly Addressed Orders
Customers are responsible for providing an accurate and complete physical delivery address.
We do not ship to P.O. Boxes.
If an order is returned because of:
- An incorrect or incomplete address;
- A prohibited P.O. Box address;
- Refusal by the recipient;
- Failure to receive or collect the shipment;
- Other circumstances attributable to the customer;
we may refund the eligible product value after receiving and inspecting the returned products.
Original shipping charges and carrier return fees may be deducted from the refund where permitted by law.
Products must remain unopened, unused, and in resalable condition to qualify.
13. Purchases From Other Sellers
This Refund Policy applies only to products purchased directly through sprofessionalshop.com.
Products purchased from a salon, distributor, marketplace, retailer, or another seller must be returned to the original place of purchase under that seller’s policies.
We cannot issue refunds for transactions processed by another seller.
14. Chargebacks and Payment Disputes
If you believe there is a problem with your order or payment, contact us before opening a chargeback or payment dispute.
We will make a reasonable effort to investigate and resolve legitimate concerns.
This section does not restrict any right you may have under applicable law or the rules of your payment provider.
15. Return Authorization and Address
Before shipping any return, you must contact us and receive written authorization and return instructions.
Authorized returns may be directed to:
S Professional Global
Returns Department
4121 SW 34th St, Suite F10
Orlando, FL 32811
United States
Do not ship a return to this address without prior written authorization.
Unauthorized packages may be refused and may not qualify for a refund.
16. Contact Information
For questions about returns, refunds, exchanges, damaged products, or cancellations, contact:
S Professional Global
4121 SW 34th St, Suite F10
Orlando, FL 32811
United States
